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New Customer - Passenger Experience
Everyone is now focused on the customer experience to drive more brand loyalty, in return increase revenues, while streamlining cost structures. All topics are discussed and considered, #Management / #Leadership, #Customer #Journey, #Social #Media, #Content #Marketing, #Mobile, #Data and many more as they all impact a customer / passenger #experience. Get ready to navigate the next business and social trends that will impact everyone's bottom line. If you want to engage further, reach out via all my social networks, starting with Twitter: @Eric_Determined - Representing new ventures in mobile and social engagement - Connect with me via LinkedIn: https://www.linkedin.com/in/eric-silverstein-931521
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Let the Customer Drive Your Digital Strategy

Let the Customer Drive Your Digital Strategy | New Customer - Passenger Experience | Scoop.it
Eric_Determined / Eric Silverstein's insight:

"Customers will decide whether your company succeeds." - Absolutely!


Eric Stahl states: "Today’s customers expect brands to take them on a journey that caters to their every need. Your ability to create this journey will make or break your future"


Is it the brand taking the customer on a journey, or the need for the brand to really understand the customer journey?


I certainly agree that positive brand experiences will keep customers coming back, but I would say that what Uber and TacoBell are doing are addressing the customer's expectations, which is part of their current journey.


Eric does highlight key important factors:


1) Disrupt Your Business Before Someone Else Does
2) Create a B2C Experience for B2B Products

3) Sales and Marketing Can't Afford to Be Separate

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Brad Friedman's curator insight, June 11, 2015 12:02 PM

Some good thinking included in this post.

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5 Traits for today's #Marketing Leader

5 Traits for today's #Marketing Leader | New Customer - Passenger Experience | Scoop.it
The modern-day marketing leader’s job description is changing. Just look at the facts: By 2017, the CMO will Spend More on IT Than the CIO. (Gartner)  90% of business buyers say when they’re ready to buy, they’ll find you. (DemandGen Report)   70% … Continued
Eric_Determined / Eric Silverstein's insight:

Money can buy you all the leads in the world, but it can’t buy you Customers!


5 Key traits for today's #Marketing Leader:


1. #Customer - involved

2. Pipeline Crusader

3. Sales Champion

4. Customer #Advocate

5. #Culture Evangelist


Insight @sangramvajre @marketingcloud



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Beyond #Sales: The Business #KPI's of #Marketing #ROI

Beyond #Sales: The Business #KPI's of #Marketing #ROI | New Customer - Passenger Experience | Scoop.it
Happier Customers, Better Products, Satisfied Employees
Eric_Determined / Eric Silverstein's insight:

While the traditional focus for companies have been on new Customer Acquisition and Sales, the new focus should be on:


1) Happier Customers

2) Better Products or Services

3) Satisfied Employees


Do you agree?


Happier Customers share their positive experiences, as a result become brand advocate. Key factor to new customer acquisition.


Happy Customers share more ideas and provide feedback for continuous improvements. Another positive factor to sales growth.


With a focus on listening and empowering employees, while rewarding them, customers see and feel the difference, all impacting company bottomline.



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#Marketing vs #Innovation

#Marketing vs #Innovation | New Customer - Passenger Experience | Scoop.it
Innovators and marketers must collaborate side by side in your organization if you want to bring game-changing products to market.
Eric_Determined / Eric Silverstein's insight:

Here is the fundamental question: “What can I do today to provide my clients with a greater advantage or benefit, to get them closer to the ultimate result they desire?”


Charles highlights how the best results are through collaboration with both marketing and innovation teams. The marketing team is on the front lines of what’s working, what’s not and what’s needed, while the innovation team is on the inside providing ideas and possible solutions.


One clear example is the latest acquisition from Google of @Nest, focused on #IoT.


Do you have other examples where companies successfully engaged both teams with successful results?

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4 Ways to Fail and One Way to Win

4 Ways to Fail and One Way to Win | New Customer - Passenger Experience | Scoop.it
Success requires two things: goals and process. The tricky part is how you put those two things together.
Eric_Determined / Eric Silverstein's insight:

Time to win in 2014 with the right goals and process, with a clear focus on #Customer #Experience :)


Which of the following statements is correct:


1. Ignore both goals and process. 


2. Focus on process and ignore goals. 


3. Focus on goals and ignore process. 


4. Focus on both goals and process. 


None of the above!


The One Way to Win


Be inspired by goals then attentive to process.


Are you ready to win Gold this year?

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Navigating the new digital divide

Navigating the new digital divide | New Customer - Passenger Experience | Scoop.it
Deloitte Digital's third digital influence study explores the widening divide between consumers' expectations and retailers' ability to deliver on them.
Eric_Determined / Eric Silverstein's insight:

Digital interactions are expected to influence 64 cents of every dollar spent in retail stores by the end of 2015!


Deloitte shares valuable insight in this #infographic


#Mobile influence plays a critical role.


"Consumers usage of smartphones in-store for price checking declines by 30 percent since last year. Consumers are likely advancing in their sophistication - using mobile more often for inspiration and idea generation earlier in their shopping process, and not simply as price comparison vehicle."




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Andria Younger's curator insight, May 15, 2015 9:48 AM

Do you manage customers digital expectation?

Sue Walsh's curator insight, May 17, 2015 7:36 PM

The divide certainly is widening ... however I propose that a new breed of digital entrepreneur (who gets the customer) is appearing ... and they are the ones starting to close the gap!!  

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | New Customer - Passenger Experience | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.
Eric_Determined / Eric Silverstein's insight:

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.

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What is Inbound #Marketing?

A short crash course in the fundamentals and benefits of inbound marketing.
Eric_Determined / Eric Silverstein's insight:

This @Slideshare from @Hubspot provides a good overview on what inbound marketing is all about.


Separately, it's also a perfect example of a good campaign on their side to promote their services.


Share your thoughts on creative and engaging campaigns from other brands, or success stories from your company?

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Carlos Polaino Jiménez's curator insight, February 9, 2014 5:17 AM

Aún no he podido probar la herramienta. Pero la justificación del uso del marketing Inbound es impecable…

Ranjit Kovilinkal's curator insight, February 11, 2014 11:42 PM

In-bound marketing basics

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The Importance of Providing a Great #Customer #Experience - #Infographic

The Importance of Providing a Great #Customer #Experience - #Infographic | New Customer - Passenger Experience | Scoop.it
Check out our new infographic “The importance of providing a great customer experience" to understand what constitutes good customer experience, how providing good customer experience can help you to retain your customers and increase...
Eric_Determined / Eric Silverstein's insight:

Valuable statistics and trends that remind all companies what really matters.


With companies focused on new business, don't forget that it costs 7 times more to attract a new customer than to retain an existing customer!


Of the top elements that generate a great customer experience, any surprises in the data shared?


Which statistic do you value the most within this infographic?

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JC Hubac's curator insight, January 17, 2014 10:02 AM

Interesting..

To a new CRM??

Jean-Marie Grange's curator insight, January 17, 2014 11:29 AM

Customer service is very important. Here is why...

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Four Reasons Marketers Should Focus on Brand Advocacy

Four Reasons Marketers Should Focus on Brand Advocacy | New Customer - Passenger Experience | Scoop.it
Marketing channels have gone through two major phases and are now entering a third one: advocacy. Here's what marketers need to keep in mind about it.
Eric_Determined / Eric Silverstein's insight:

Richard shows how Marketing channels have evolved, and the importance of Advocacy:

 

Consumers trust other consumers. 

 

The advocate channel, once built, has a powerful voice.

 

Advocates extend your salesforce.


There are now systems to help you track and manage advocate activity.

 

Is your company using all tools and channels today?

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John Piesse's curator insight, November 12, 2013 8:15 PM

"Consumers trust other consumers. 

 

The advocate channel, once built, has a powerful voice.

 

Advocates extend your salesforce."

 
Sorieba Daffae's curator insight, November 14, 2013 6:20 AM
Food for thought...